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1st Line Support Engineer

boxxeHybrid (Manchester)
Hybrid Full-time

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Experience Level

Entry Level

Qualifications

QualificationsWe are looking for individuals who possess a keen interest in IT and technology, with a proactive approach to problem-solving. Strong communication skills, both verbal and written, are essential, along with the ability to work collaboratively in a team environment. Familiarity with ITSM tools like ServiceNow is advantageous. You should have a foundational understanding of IT systems and processes, with a commitment to continual learning and improvement.

About the job

At boxxe, we believe that technology transcends hardware and software; it's fundamentally about people. Our commitment to nurturing meaningful relationships, coupled with deep expertise and practical know-how in technology, drives our mission. We prioritize our customers, partners, and the environment, and it is our dedicated team that truly makes the difference.

We are on a mission to make technology human by understanding, collaborating, simplifying, caring, and delivering together.

How You Fit into the Big Picture

The 1st Line Support Engineer plays a crucial role in addressing user inquiries and IT challenges, ensuring that all requests are properly recorded in our ITSM tool and managed in accordance with our Service Level Agreements (SLAs). Each ticket must be validated and categorized for efficient processing. You will maintain clear and timely communication with service users from initiation to resolution, coordinating with internal client teams as necessary. Your role will also involve optimizing processes through analysis, reporting, and initiatives like automation, skills development, and knowledge sharing. Continuous professional development within our IT skill framework is essential to uphold and enhance service quality.

Your Responsibilities

  • Follow Incident, Major Incident, Problem, Knowledge, and Change Management protocols.
  • Respond to incoming calls professionally and promptly.
  • Assist users via phone, email, and the client ticket management system (ServiceNow).
  • Document all tickets (requests, incidents, problems, and changes) within the client ticket management system.
  • Monitor and escalate alerts from our monitoring platform.
  • Provide support for computers, servers, and applications.
  • Manage user accounts, including permissions and JLM processes.
  • Escalate issues to 2nd and 3rd line support engineers as needed.
  • Triage incoming tickets, assigning appropriate priority levels and support teams.
  • Identify major incidents and escalate them to the major incident manager and relevant support teams.
  • Follow up on tickets at designated intervals until resolution in line with SLAs.
  • Complete standardized daily and weekly tasks assigned by your line manager, including monitoring alerts, backup reporting, patch management vulnerabilities, and end-user management.
  • Maintain information security standards.
  • Participate in a rotating Sunday Patch Management cycle for RH, OEL, and Windows servers (training will be provided).

About boxxe

At boxxe, we strive to redefine the relationship between technology and humanity. Our emphasis on deep expertise and customer-centric approaches allows us to deliver innovative solutions that prioritize the needs of our clients and the environment. Join us in making technology accessible and impactful.

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